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CCX 400 and 6.2.21.1198 upgrade failure via TAP

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Frequent Visitor

Re: CCX 400 and 6.2.21.1198 upgrade failure via TAP

Yes this is also the same version we are running and update fails,

Bruce

Message 21 of 42
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Polycom Employee

Re: CCX 400 and 6.2.21.1198 upgrade failure via TAP

The CCX 400 runing 1.x firmware is currently unable to upgrade to the 6.2.21 version which Microsoft posted to the TAC.  This version will be removed and temporarily replaced with the previous 1.x version to prevent the phones from attempting a failed upgrade.

 

By the end of the month an updated version will then be posted to the TAC to resolve this upgrade problem.

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Jeff Schertz - Principal Microsoft Solutions Architect [Blog]

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Message 22 of 42
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Occasional Visitor

Re: CCX 400 and 6.2.21.1198 upgrade failure via TAP

My contact at Poly suggested the firmware update was supposed to be out on Thursday 24th but has now been pushed back to October as a newer version of Teams is going to be integrated in as well. Any further information on this one?

Message 23 of 42
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Polycom Employee & Community Manager

Re: CCX 400 and 6.2.21.1198 upgrade failure via TAP

Hello @FoxPoly ,

 

Welcome to the Poly Community.


This is correct as our Partner Microsoft discovered an issue and wants to address this via a new APK version of the Teams IP Phone software for Android. At present this is aimed for TAP to be released for the 24/09 and public release around on our public support page at 09/10

 

If your Poly contact has access to our knowledge base ask him about article 43996

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

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The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 24 of 42
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Occasional Visitor

Re: CCX 400 and 6.2.21.1198 upgrade failure via TAP

If it helps anyone, my CCX 400 is on version 6.2.21.1198, but TAC is showing an upgrade available to version 1.0.1.0054. So obviously Microsoft is still struggling with making Teams and "enterprise" VOIP platform.

 

 

Message 25 of 42
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Polycom Employee

Re: CCX 400 and 6.2.21.1198 upgrade failure via TAP

Tim, the 6.2.21 CCX 400 release has a bug in it preventing proper updates from the TAC so Microsoft has reverted the hosted version to the 1.0.1 release you are seeing. This is to prevent CCX 400 phones from constantly attempting and failing to update.

 

The fixed version will be an updated 6.2.22 release which is currently going through Microsoft certification.  Once that is complete they will post that version to the TAC.

 

Apologies for the inconvenience but this should all be ironed out in a matter of days.

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Jeff Schertz - Principal Microsoft Solutions Architect [Blog]

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Message 26 of 42
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Occasional Visitor

Re: CCX 400 and 6.2.21.1198 upgrade failure via TAP

Do we have any idea when the new firmware will be available? We are stuck between our vvx411's that drop calls at 30 seconds with teams and our ccx400 that are stuck in firmware limbo.

 

 

Message 27 of 42
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Polycom Employee & Community Manager

Re: CCX 400 and 6.2.21.1198 upgrade failure via TAP

Hello @vandrew82 ,

 

Welcome to the Poly Community.


As stated by my colleague Jeff Schertz the release is delayed and at present, we plan Friday this week (Subject to change)

 

  • If your CCX is running 1.0.0 or 1.0.1 our support team can provide a USB Key upgrade software if urgent. Please mention KNOVA 43801
  • If already on UC software 5.x or 6.x the Microsoft TAC should be able to provide 6.2.22.0135 via the TAP

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 28 of 42
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Occasional Visitor

Re: CCX 400 and 6.2.21.1198 upgrade failure via TAP

Steffen, thank you for the update. I contacted support but they directed me to the support download page.

 

Did I misunderstand that 6.2.22.0135 USB version can be obtained from support? 

Message 29 of 42
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Polycom Employee & Community Manager

Re: CCX 400 and 6.2.21.1198 upgrade failure via TAP

Hello @vandrew82 

 

Support can supply 6.2.21.1198 via the above-quoted KNOVA.

 

Microsoft can then update to 6.2.22.0135 if you are on TAP via TAC.

 

Best Regards

 

Steffen Baier

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 30 of 42